gblowfish
01-07-2009, 11:40 AM
"D" is for....
An Apple Customer Service Story by George Blowfish
On Monday it's my first day back to work after the holiday. I take out my trusty Macbook Pro laptop, and begin my first work day back in the office, hoping for a fairly un-eventful day.
Towards the end of the day, the "D" key on my keyboard pops off. Hmm....doesn't seem like a big deal, but this has never happened before. I pop it back on, keep typing. A few minutes later it pops off again. I can tell this isn't going to get any better. I put the computer away and go home for the evening.
"D" is for distraction:
Tuesday morning at work, the "D" key starts popping off more frequently. Won't stay in place. It becomes a real pain. Try to avoid using words with the letter "D" as I type. I can tell this isn't going to solve itself, and service is needed.
"D" is for decision:
I decide to call Apple service. I had just replaced the battery in my laptop about three weeks prior. The old battery died, the laptop was under apple care warranty, they sent a new one the overnight from the day I called, I sent the defective one back, fixed right away, no muss no fuss. Surely fixing the "D" key on the keyboard would be no problem.
"D" is for directions:
I call Apple and explain the problem. They check my serial number, confirm that this is under warranty, and say sure, easy to fix. I ask what we do next. Apple guy says, "what's your zip code?" I tell him. He gives me a couple phone numbers for authorized Apple service companies. He says "Just call these guys, should be a real easy fix."
"D" is for destination:
I call the first number for a company called Micro Center, which is just a couple miles from where I work. I tell them the problem. Service guy says 'Sure, bring it in, should be an easy fix." I ask him if I come over my lunch hour if they can fix it while I wait. "Sure, that's a easy one." I leave for lunch, take the laptop, hope to be back in business by the time I get back from lunch.
"D" is for douche bag:
I get to the service counter. "Wade," the service guy (looked like a geek in Rug Rats) listens to my explanation about the "D" key. He takes the computer into the back room. Five minutes later comes back and says "This computer is not under Apple Warranty." I say, "Yes, it is." He says, "No, it isn't. I looked up the serial number on the computer, it's not listed." I open the laptop and give him the service agreement I bought with the computer. I show him the receipt for the new laptop battery that was sent three weeks prior. I tell him Apple instructed me to come to his business for help with this problem. I explain that I called in advance before coming in for service. I explain they said they'd fix it, no problem. "Sorry, I can't touch it, this is between you and Apple."
"D" is for disappear:
I call Apple from the store. Apple tech says "Your computer is clearly under warranty." I hand the phone to the tech guy. He now believes Apple. "OK, fine," he says. He takes the computer in the back room. I stand around for about 10 minutes. He comes back out. "I can't fix this." "Why not?" I ask. "This is accidental damage. It's not covered by your Apple Care Warranty. I can't fix anything not covered by the warranty, sorry."
"D" is for destruction:
I get really pissed off. I get the store manager Brian, and explain how these service guys are jacking me around and how I now want to hurt something or somebody. Store manager says "Well, I don't get involved with service. But if my guys say its not covered, it's not covered. It's basically between you and Apple. Have a nice day."
"D" is for debate:
I get back to the office, having wasted an hour, and now am really pissed off over this little "D" key. Why is this so hard to fix? I call Apple for a THIRD time. I tell them the story. They tell me that's a terrible story. They say they'll call Micro Center, get this straightened out, and call me back. They call back about an hour later. The Apple rep (the fourth different one I've talked to now) says 'Well, they say it's accidental damage, and we can't force them to fix it. So, they won't do anything unless you pay them." I tell the Apple guy that is highly unlikely at this point. Apple guy says "Well, you have three choices. One: can ship the laptop to Apple and we'll fix it." "How long will that take?" I ask. "About two weeks," the Apple guy says.
"That's too long, I use this every day at work" I say. "Well, you can take it to your local Apple Store, or you can call another authorized service company in your area if Micro Center won't help you." "OK," I say. Now it's 5pm, the day is over, and I'm still pissed off.
"D" is for demoralized:
Wednesday morning I had to go into the city to pick up some equipment for one of my customers. The place I had to go was a few miles from the Plaza in KC, where the Apple Store is. It's right at 9am. I find the Apple Store and walk in with my laptop. "Hello, do you have an appointment?" the orange IPod T-shirt wearing, lanyard bedecked Apple geek asks me. "No, Apple told me to come here to get a "D" key stuck back on my keyboard" I said. "You MUST have an appointment for service" says the geek. "OK, when can you look at it?" I ask. "Week from Thursday" the geek says.
"D" is for desperate:
I leave, defeated again in my search for the simple "D" key. I call the final number Apple gave me for a company called Tek Solutions, another Apple authorized repair center. They give me Jim. "Hi Jim, can you stick a "D" key back on my laptop keyboard?"
"Sure."
"That's it? Just...... Sure??"
"Yep. Bring it on over."
"Where are you?"
"Take I-35 to the Roe Exit, go right, then break left, go back under the freeway, look for the building supply company on the left. That's not us. We're in building "R" in the industrial park right behind it. Just turn left then jog around to the right and look for the building that doesn't say anything on the front. You can't miss it."
"I'm on my way, says I."
"D" is for driving:
Thirty minutes later, and after an interesting tour of the most wretched part of KCK, I find the place. Walk in, expecting the worst. Nice secretary lady with two wiener dogs sniffing my feet. "I'm here to see Jim."
"Are you George?"
"Yes. Yes I am."
Jim comes up and says "Follow me." He puts the laptop on the workbench. Punches the "D" key three or four times. Takes it off the keyboard and looks at it. Peels a "D" key off an old keyboard from below the workbench. Pops it on. Punches it three or four times. It stays stuck perfectly.
"Problem solved" says Jim.
"What do I owe you?"
"Nothing."
"D" is for deliverance:
So, the end of the story is, this little hole in the wall company did exactly what I needed done. They did it when they said they would, didn't hassle me, were friendly, and made me feel like I had overcome polio. I was thrilled beyond measure.
The "D" key works, HALLELUJAH!!!
I asked Tek Solutions for a business card. And believe me, I will recommend them to ANY Mac user I come across that needs to have a repair done. Micro Center...well, I will never ever ever EVER buy anything from them, and will tell as many people as possible about my customer service experience with them. Nothing is worse than bad service from a company that specializes in "factory authorized service."
"D" is for done:
I typed this whole diatribe, and letter "d" didn't come loose from my keyboard once!
http://www.teksolutions.com
An Apple Customer Service Story by George Blowfish
On Monday it's my first day back to work after the holiday. I take out my trusty Macbook Pro laptop, and begin my first work day back in the office, hoping for a fairly un-eventful day.
Towards the end of the day, the "D" key on my keyboard pops off. Hmm....doesn't seem like a big deal, but this has never happened before. I pop it back on, keep typing. A few minutes later it pops off again. I can tell this isn't going to get any better. I put the computer away and go home for the evening.
"D" is for distraction:
Tuesday morning at work, the "D" key starts popping off more frequently. Won't stay in place. It becomes a real pain. Try to avoid using words with the letter "D" as I type. I can tell this isn't going to solve itself, and service is needed.
"D" is for decision:
I decide to call Apple service. I had just replaced the battery in my laptop about three weeks prior. The old battery died, the laptop was under apple care warranty, they sent a new one the overnight from the day I called, I sent the defective one back, fixed right away, no muss no fuss. Surely fixing the "D" key on the keyboard would be no problem.
"D" is for directions:
I call Apple and explain the problem. They check my serial number, confirm that this is under warranty, and say sure, easy to fix. I ask what we do next. Apple guy says, "what's your zip code?" I tell him. He gives me a couple phone numbers for authorized Apple service companies. He says "Just call these guys, should be a real easy fix."
"D" is for destination:
I call the first number for a company called Micro Center, which is just a couple miles from where I work. I tell them the problem. Service guy says 'Sure, bring it in, should be an easy fix." I ask him if I come over my lunch hour if they can fix it while I wait. "Sure, that's a easy one." I leave for lunch, take the laptop, hope to be back in business by the time I get back from lunch.
"D" is for douche bag:
I get to the service counter. "Wade," the service guy (looked like a geek in Rug Rats) listens to my explanation about the "D" key. He takes the computer into the back room. Five minutes later comes back and says "This computer is not under Apple Warranty." I say, "Yes, it is." He says, "No, it isn't. I looked up the serial number on the computer, it's not listed." I open the laptop and give him the service agreement I bought with the computer. I show him the receipt for the new laptop battery that was sent three weeks prior. I tell him Apple instructed me to come to his business for help with this problem. I explain that I called in advance before coming in for service. I explain they said they'd fix it, no problem. "Sorry, I can't touch it, this is between you and Apple."
"D" is for disappear:
I call Apple from the store. Apple tech says "Your computer is clearly under warranty." I hand the phone to the tech guy. He now believes Apple. "OK, fine," he says. He takes the computer in the back room. I stand around for about 10 minutes. He comes back out. "I can't fix this." "Why not?" I ask. "This is accidental damage. It's not covered by your Apple Care Warranty. I can't fix anything not covered by the warranty, sorry."
"D" is for destruction:
I get really pissed off. I get the store manager Brian, and explain how these service guys are jacking me around and how I now want to hurt something or somebody. Store manager says "Well, I don't get involved with service. But if my guys say its not covered, it's not covered. It's basically between you and Apple. Have a nice day."
"D" is for debate:
I get back to the office, having wasted an hour, and now am really pissed off over this little "D" key. Why is this so hard to fix? I call Apple for a THIRD time. I tell them the story. They tell me that's a terrible story. They say they'll call Micro Center, get this straightened out, and call me back. They call back about an hour later. The Apple rep (the fourth different one I've talked to now) says 'Well, they say it's accidental damage, and we can't force them to fix it. So, they won't do anything unless you pay them." I tell the Apple guy that is highly unlikely at this point. Apple guy says "Well, you have three choices. One: can ship the laptop to Apple and we'll fix it." "How long will that take?" I ask. "About two weeks," the Apple guy says.
"That's too long, I use this every day at work" I say. "Well, you can take it to your local Apple Store, or you can call another authorized service company in your area if Micro Center won't help you." "OK," I say. Now it's 5pm, the day is over, and I'm still pissed off.
"D" is for demoralized:
Wednesday morning I had to go into the city to pick up some equipment for one of my customers. The place I had to go was a few miles from the Plaza in KC, where the Apple Store is. It's right at 9am. I find the Apple Store and walk in with my laptop. "Hello, do you have an appointment?" the orange IPod T-shirt wearing, lanyard bedecked Apple geek asks me. "No, Apple told me to come here to get a "D" key stuck back on my keyboard" I said. "You MUST have an appointment for service" says the geek. "OK, when can you look at it?" I ask. "Week from Thursday" the geek says.
"D" is for desperate:
I leave, defeated again in my search for the simple "D" key. I call the final number Apple gave me for a company called Tek Solutions, another Apple authorized repair center. They give me Jim. "Hi Jim, can you stick a "D" key back on my laptop keyboard?"
"Sure."
"That's it? Just...... Sure??"
"Yep. Bring it on over."
"Where are you?"
"Take I-35 to the Roe Exit, go right, then break left, go back under the freeway, look for the building supply company on the left. That's not us. We're in building "R" in the industrial park right behind it. Just turn left then jog around to the right and look for the building that doesn't say anything on the front. You can't miss it."
"I'm on my way, says I."
"D" is for driving:
Thirty minutes later, and after an interesting tour of the most wretched part of KCK, I find the place. Walk in, expecting the worst. Nice secretary lady with two wiener dogs sniffing my feet. "I'm here to see Jim."
"Are you George?"
"Yes. Yes I am."
Jim comes up and says "Follow me." He puts the laptop on the workbench. Punches the "D" key three or four times. Takes it off the keyboard and looks at it. Peels a "D" key off an old keyboard from below the workbench. Pops it on. Punches it three or four times. It stays stuck perfectly.
"Problem solved" says Jim.
"What do I owe you?"
"Nothing."
"D" is for deliverance:
So, the end of the story is, this little hole in the wall company did exactly what I needed done. They did it when they said they would, didn't hassle me, were friendly, and made me feel like I had overcome polio. I was thrilled beyond measure.
The "D" key works, HALLELUJAH!!!
I asked Tek Solutions for a business card. And believe me, I will recommend them to ANY Mac user I come across that needs to have a repair done. Micro Center...well, I will never ever ever EVER buy anything from them, and will tell as many people as possible about my customer service experience with them. Nothing is worse than bad service from a company that specializes in "factory authorized service."
"D" is for done:
I typed this whole diatribe, and letter "d" didn't come loose from my keyboard once!
http://www.teksolutions.com